Support Service Representative Lead

Summary

CHS has an exciting opportunity in our Information Technology group. We are seeking an expert level Support Service Representative Lead to work with CHS employees and international users and exercise judgment within the defined procedures and practices to determine appropriate action. In ths role, you must have excellent communication skills, both verbal and written, and be detail oriented. 

Responsibilities

• Apply advanced technical and operational expertise to translate complex operational and business needs into practical recommendations and actions that improve Support Services' performance.
• Identify and assess opportunities to apply technologies such as artificial intelligence and translate those opportunities into practical operational improvements, in alignment with established standards and approvals.
• Develop and execute performance-improvement tactics, using subject-matter expertise and collaboration to influence improvements without supervisory authority.
• Coordinate, diagnose and troubleshoot support calls, including CHS Executive level support. Candidate must be comfortable interacting with executive level leadership .
• Report directly to the Support Services leader to enable expertise and capacity to be leveraged across the broader support organization.
• Demonstrate leadership through subject-matter expertise, knowledge sharing, and collaboration with other teams across the enterprise.
• Ensure defined IT Service Management (ITSM) process and procedures are followed. This includes adherence to operating practices and policies, adopted industry standards and quality controls related to incident, problem and request management.
• Ensure operational excellence through active participation in day-to-day Service Center activities. This includes the facilitation of KPI's, event management, escalation processes, ticket, and phone queue monitoring.
• Perform other responsibilities as needed or assigned. 

Minimum Qualifications (required)

• High School Diploma (or equivalent)
• 3+ years of experience in Customer Service and Support to include:
  • Knowledge of ITSM best practices and service delivery standards
  • Experience with MS Windows operating system, network configuration, support of handheld devices, and familiar with systems monitoring and uptime 

Additional Qualifications

• Bachelor's degree in Information technology, Computer Science, Computer Engineering, Information Technology, Information Technology Management, or in a related field
• Microsoft Certifications
• Familiar with Microsoft Office Suite
• A+ Certification
• Extensive knowledge of current and emerging technologies including familiarity with Microsoft operating systems, mobile device platforms, network and remote access
• Strong interpersonal and verbal and written communication skills
• Ability to resolve complex IT related service issues
• Ability to meet deadlines and manage events to resolution
• Demonstrated ability to coach and work closely with a team
• Technical writing ability
• Understanding of process management and IT best practices 
• Customer service-related skills including brand management
• Experience working in a high-volume IT environment, Level 1 and 2 trouble-shooting and support, and process driven environment
• Experience working with Key Performance Indicators 

Pre-employment screening is based on the job requirements and industry guidelines and may or may not be required for the position. If required, selected candidates must pass pre-employment screenings to include all or a combination of drug, criminal, motor vehicle check, physical requirements and FMSCA Clearinghouse.

Physical Requirements

• Ability and willingness to work a variety of shifts during the hours of 6 pm – 6 am, including rotating weekends, and holidays as needed